Monday, October 21, 2019


You are here  >  Products  >  tStreet Software  >  tSupport Help Desk

tSupport

Online Help Desk module

Overview:

The tSupport portal brings access to the Service module of your GoldMine database right to your customers.  No matter the time or time zone, your customers can log in to report issues, or find answers in your Knowledgebase without having to keep your staff on overtime.  tSupport is web-based and syncs in real-time to GoldMine, allowing your employees to work remotely-- easily checking on the status of a ticket by logging in with their laptop or phone.

Effortlessly create tickets and recoup time wasted on repetitive tasks by streamlining the customer service workflow with the powerful automation already in your GoldMine software.  Ask about a tSupport module for your business.

tSupport Portal 

We've been happily using the tSupport module for our own case management. Here's a few of the highlights

  • Add your logo to make your cusomers feel right at home
  • Contacts who are already in your GM database can create an account on the fly
  • Assign case followup to any GM user
  • Easy to configure automatic emails for password resets, ticket creation, and other responses.
  • Build your own Knowledgebase and FAQ
  • 24/7 Client Access without extending employee time on the clock
  • Track support issues and link info back to GM records
  • Web-based service makes remote staffing easy

System Requirements:

Server OS:
  • Microsoft Windows Server® 2003 R1 or R2 x86 (32-bit)
    • 2 GB of RAM minimum. More RAM may be required for a larger GoldMine database and/or source data
    • 2.0 GHz or faster CPU (Intel or AMD). Multiple cores may be required for large data sets
  • Microsoft Windows Server® 2008 R1, R2 x86 (32 bit) or x64 (64-bit)
    • 2 GB of RAM minimum. More RAM may be required for a larger GoldMine database and/or source data.
    • 3.0 GHz or faster CPU (Intel or AMD). Multiple cores may be required for large datasets.
Server database:
  • Microsoft® SQL Server™ 2005 or SQL Server 2008 R1 or R2
    • 500 MB of available hard drive space. More may be required for a larger GoldMine database or source dataset.
  • GoldMine®:
    • GoldMine Corporate Edition 7.6 or newer.
    • GoldMine Premium Edition 8.03 or newer.
    • NOTES:
      1) Only GoldMine Premium Edition 8.5 and newer support viewing invoice line item data directly in the preview pane of the History tab. In older versions of GoldMine, line items are visible only when you pop open activity record and view notes.
      2) To take full advantage of SystemPlugin, SystemPlugin's custom fields, screens and lookups will need to be synchronized into your database.
  • IMPORTANT: For Existing GoldMine Databases:
    • If you have an existing GoldMine contact database, additional work may be required to fully integrate your database.
    • To fully install SystemPlugin, it requires the addition of new custom fields, labels, lookups, filters and SQL queries, triggers, tables and views.
    • Please inquire with your reseller for full details.
  • Screenshots:

    Support Login screen   Create Cases Online Remote Options for Staff